Compliments & Complaints

We want to provide you with the best possible service. In order to achieve this, we would like to know what people think about our services. We welcome feedback and would appreciate any comments or compliments you wish to make about our service or a member of staff. This will then help guide us towards providing better services.

However, we know that things can sometimes go wrong. If you are unhappy with a service that you have received from us, we would like you to tell us so that we can do our best to put things right. After all, we can only improve our service if we know what things aren’t working well.

A complaint is when you tell us you are not happy because of:-

The standard of service you have had from the Pennaf Housing Group (Clwyd Alyn Housing Association Ltd, Pennaf Ltd, and Tŷ Glas Housing Society).

Our failure to do something we have agreed to.

The way you were treated.

You can make a complaint by contacting us through one of the processes outlined above.

We will acknowledge your complaint within 5 working days of it being received. If possible, we believe it is best to try and resolve your concerns quickly by offering a local resolution within about 10 working days.

What if you are not satisfied with our local resolution response?

If you are not satisfied with our local resolution response, you can have your complaint reviewed by one our Departmental Directors. The Directors aim to resolve such formalised complaints within about 20 working days.

What if you are dissatisfied with the response from our Departmental Director?

You can refer your complaint to the Public Services Ombudsman by contacting his office by:-